Resolve Issue Stage

Description

The purpose of the value stream stage “Resolve Issue” is to execute the (prepared) course of action to retain, restore, and confirm normal service operations.

Table 1. Resolve Issue Value Stream Stage

Entrance Criteria:

  • Validated course of action as a (first) measure for issue prevention or issue resolution is defined and assigned

Exit Criteria:

  • Resolved issue for the Actual Product Instance or system

  • Resolution acceptance is asked to the consumer

  • The consumer provides feedback based on the resolution by the team or team member

  • Updated Knowledge Item usability rating

Value Item:

  • Service level for the Actual Product Instance or system is maintained or restored

  • Consumers have not been impacted or can continue to use the Actual Product Instance or system

Activities:

  • Shall ensure everything is in place to resolve Incidents and/or related Events

  • You should collaborate on the execution of the course of action (e.g., a Pipeline or Runbook) and implementation of changes for the Actual Product Instance or system where applicable

  • Should validate success by performing post-execution checks and obtaining consumer acceptance

  • Shall close related Incidents, Interactions, and/or Events

Examples of Participating Stakeholders:

  • Chief Security Officer

  • Consumer

  • Data Protection Officer

  • Development Team

  • Security Analyst

  • Service Desk Agent

  • Vendor Manager

Participating Data Objects (Component):